Launch Readiness

Self-Serve Rate ≠ Correct Rate — The Gates a Customer-Service Agent Must Clear Before Launch | Agentic AI in Practice (XIII)

The question at the review board — 'should self-serve rate be 65 or 90?' — crams two different axes into one number. A session that refunds the wrong amount still reads approved. Five minutes in you can see through a single-number 'self-serve rate 95%' report; ten minutes in you can build a 9-gate, 3-layer launch gate; twenty minutes in you can ask, at the review board, 'is this red line actually reconciled, or is it just falling back to a human because the API isn't wired yet?' — the kind of question that exposes a fake green checkmark on the spot.